Analyzing Conflict Management's Importance in Workplace Environment

This research project, conducted for an HND in Hospitality Management, investigates the significance of conflict management in enhancing the workplace environment, specifically focusing on the St. Pancras Renaissance Hotel in London. The project begins with an introduction outlining the research aim, objectives, and questions, followed by a background on conflict management and its various strategies such as accommodating, avoiding, collaborating, competing, and compromising. The literature review explores the needs of conflict management in organizations, its relationship with employee relations, and the importance of a positive working environment. The research methodology, employing a descriptive design with a survey approach, is then detailed, explaining data collection methods using primary and secondary sources. The findings, analysis, and discussion sections, along with the conclusion, recommendations, and anticipated limitations, are presented to provide a comprehensive understanding of the impact of conflict management on employee performance and organizational success, highlighting the critical role of positive workplace dynamics.

Research Project

Table of Contents
Topic of research: To analyse the importance of conflict management in improving environment
of workplace. ...................................................................................................................................3
Chapter 1: Introduction ...................................................................................................................3
Background of research .........................................................................................................3
Rationale of research .............................................................................................................4
Chapter 2: Literature Review...........................................................................................................5
Needs of conflict management in organisation......................................................................5
The relation between employee relation and conflict management ......................................5
Need of positive working environment in Hotel....................................................................6
Chapter 3: Research Methodology..................................................................................................7
.........................................................................................................................................................9
Chapter 4: Data findings, Analysis and Discussion ......................................................................10
........................................................................................................................................................16
Chapter 5: Conclusion, Recommendation and Anticipated Limitation ........................................17

Topic of research: To analyse the importance of conflict management in
improving environment of workplace.
Chapter 1: Introduction
Conflict management is defined as the way by which organisations handle and manages
conflicts and fights among employees or employers. There must be strong conflict management
skills as it is advantageous for making a positive environment at workplace. Conflicts and fights
are inevitable and thus it is important for every organisation to be prepared for problems related
to conflicts and fights. There are different strategies and plans adopted by organisations for
handling conflicts. In context of St. Pancras Renaissance Hotel, London it can be said that, it is
very essential, for this hotel to have a proper conflict management in hotel to avoid decrease in
employee performance. The good relation between employees leads to increase in their
performance of the employee as well as organisation. The aim, objective along with questions
are presented underneath:
Aim of the research: “To analyse the importance of conflict management in improving
environment of workplace”
Objectives of the research
 Understanding needs of conflict management in an organisation
 Determining the relation of employee relation and conflict management. To assess the need of positive work culture within, St. Pancras Renaissance hotel,
London
Questions of research
 What is the need of conflict management in an organisation?
 What is the relation between employee relation and conflict management ?
 What are the needs of positive working environment in hotel, St. Pancras Renaissance?
Background of research
Conflict management is defined as the practise of identifying and handling conflicts in a
fair and effective manner (Markman, 2013). Conflicts in a business cannot be avoided thus it is
important for the employers to develop conflict management skills and resolve all issues related
to such condition. The different methods of handling conflicts in the organisation which includes
accommodating, avoiding, collaborating, competing and compromising. An accommodating

manager is person who coordinates and co-operates with their employees to high level
management. It is an effective approach if there is an expert who can handle conflicts. Another
approach is avoiding the issue and making employees forget the problem. Collaborating
managers are those who become partners with each other and avoid conflict. This is an effective
approach for resolving complex scenarios and finding a best solution. Competing is a win lose
approach and in this scenario, managers achieve his goals without seeking any cooperation from
subordinates and workers. Compromising is a lose lose scenario in which managers achieve their
targets.
Rationale of research
Conflict management skills are required by every organisation to sort things in an
effective way. The managers and leaders of organisation should know how to react in case of
conflict or fight. This will help in increasing the performance of employees as well as
organisation. In context of St. Pancras Renaissance Hotel there are ample of challenges face by
the hotel related to it's employees performance and this lead to decrease in sales of the company.
This subject of research get chosen for analysing the requirements related to conflict
management skills within this hotel.
Gantt chart – This is defined as the process in which whole project is divided into various steps
and these tasks and activities are given particular time and in this way researcher can easily know
in what time he has to complete the different activities of projects.
Work breakdown structure – This is defined as the process by which the whole project work is
divided into set of different activities and task. This makes easy for the researcher for completing
the task.
GANTT CHART-
This is shown as bar chart which is very useful for making the effective projects of an
organisation, where they schedule timing of projects or they can show there work schedule
through the Gantt chart ( DeChurch, and Marks, 2010). this is mostly useful for analysing the
critical path method as well finding the starting and ending date of project which helps in
showing the time duration of specified project.
WORK BREAKDOWN STRUCTURE-
work break down structure is designed for project management. through this a big project is
decided according to timing duration and requirement of project. This work down structure make

work easy this by it is important for management. Mostly it is uses in big projects in big
organisations. this is depends on data, products and services.
Chapter 2: Literature Review
Needs of conflict management in organisation.
According to Van de Vliert, E. 2010, Conflict management minimize the negative results
& encourages the positive effective results in conflicts with specified objective of increasing and
enhancing learning and the group outcomes including the performance in the organization. It is
very common to get conflict in workplace. Sometimes a conflict can occur between employee,
conflict with top management etc. conflict resolution is a method of finding the solution among
them. The types of conflict are easily identifiable intra-personal, intra-group, interpersonal,
intergroup. Intra-personal conflict occur within the respective candidate. As this is psychological
factor which consists of individual experience, knowledge, ethics, values, emotions, thoughts,
principles and many more as its very difficult to handle these factors. Intra-group conflict take
place among the team members. The reason is incompatibilities and misunderstandings between
the members, dis agreements of views and ideas of members. Interpersonal conflict means a
conflict between two individual. it occur because of some differences in people such as
personalities, choices, opinions etc. Intergroup occur when a misunderstandings occur among the
different teams or group or department in the organization. Conflict management also benefits
the organization to identify problem, helps in better problem solving, creating the healthy
relationship with employees, make effective commitment and morale as it leads to more
productivity and the personal growth. Conflict management has five strategies for managing the
stress full situations ; collaborating, compromising, accommodating, competing, avoiding. It is
very important for the top management to manage the conflict occur in the organization for
improving the performance of the employee as well as organization.
The relation between employee relation and conflict management
According to Tekleab, Quigley, and Tesluk, 2009, Employee relation is defined as the
efforts of an organisation towards managing the relationship of employees and employers.
Conflict management is defined as the the process by which organisations manage conflicts and
fights that occur in an Business. Thus each & every organisation must have the effective

management of conflict as its very essential and helps in creating effective relations with their
employee. If an organisation has healthy employee relation then there will be less conflicts. For
achieving profitable and effective objective of business in minimum time frame, the good
relations between the employees must exist in an organization.
The hospitality organization, must have proper plans and strategies of how to avoid
conflicts and fights so that productivity and efficiency of workers can be improved. There is a
direct link between employee relation and conflict management as the productivity and
efficiency of employees depends upon environment they are given in the organisation. A
positive relationship and workplace environment will help in improving condition of employees.
Need of positive working environment in Hotel.
In context to Tekleab, Quigley, and Tesluk, 2009 Working environment plays a crucial role
for a business organisation that basically helps employees to sustain within the company for a
maximum time frame. It can be said that positive culture if given by organisation to its staff, they
might work with high motivation and this will help company in enhancing their productivity
level. When there is a positive environment in work place members are happier & more
committed to their work leads to more loyalty. The work culture of company helps in creating a
unique identity and places in the market. Healthy cooperates motivates the employee to enhance
their quality of their service and work performed by them. The environment of a company
frames the policies, decisions, rules to the company on which it builds the future of the company.
It make recruitment process easier and more result oriented as more employees are willing to
work with the organisation. Employees taking joy from their work make excellent role model for
their colleges as it encourage them to work. A good healthy environment in work station reduces
the stress of work & encourages them to take risk and increases the productivity of their work
performing. There is a better customer service and also helps in tracking employee progress as it
leads to the positive reactions to change. With good working environment each employee is
motivated to take the responsibilities and builds the cooperation with the team members. A
happy workplace is equal to safe workplace and encompassing work culture to promotes the
better participation. It builds a supportive and friendly environment for the growth of individual
and the organisation.

Chapter 3: Research Methodology
Research design - This is associated with a particular method or procedure for
collecting, analysing and interpreting data and information about a specific problem. The
different techniques of research design includes the exploratory, descriptive and experimental
design. In the following research, descriptive design is used for conducting the research because
this helps in getting accurate and correct data and information. In this research, the data of
conflict management in an organisation is collected by using descriptive design approach. This
type of research design will help in increasing knowledge of reader. There are basically three
types of ways by which descriptive research is completed and this includes survey, case study
and observation. In the following research, survey is conducted for collecting data and
information to complete research. This data is collected through filling of questionnaire from
different respondents. In the following research, questionnaire is used to get data for
interpretations.
Data collection
Data collection helps to found out the research related problem. These data are the basic input
for any decision making process in business. There are mainly two types of data.
 Primary data- primary data are those data which are collected for the first time, as it is
too accurate for finding result but it also consume more time for data collection as it is
very helpful for researcher for doing research. Primary data are collected with the help of
an specialized and skilled individual who has proper knowledge about it. The example of
primary data are questionnaire, face to face interview and many more.
 Secondary data- these type of data are collected from the secondary sources like internet
, television, magazine etc. these type of data involve less time and effort. Secondary data
are basically reuse.
Research approaches – It is an outlines which defines the different the methods for doing
research. This methodology helps in defining the various ways of collecting data and it defined
as the procedure for attaining goals and objectives of project. This is a proper systematized plan

which is used while executing research. There are two methods which helps in data collection
that is quantitative research and qualitative research.
 Qualitative Research – The qualitative research is the kind of market research that
emphasizes on open ended questionnaire. This kind of research is based on observations.
In depth interviews are a way of doing this research and these interviews are based on
various parameters. As it focus on describing the individual knowledge, views,
experiences and beliefs, thoughts.
 Quantitative Research – This research helps in analysing and describing the features of
population. In this research the closed ended questions are used in questionnaire and
While conducting this investigation, the researcher has adopt the qualitative method for
doing research. As this is helpful in effectively analysing and gaining the proper,
information, knowledge, experience about the specific and define topic. As it is very easy
for understanding as it uses diagrams, graphs and charts in this.
 Sample Size – It defines the number of subjects/ respondent including sample size. In
other words it is a sample population which is taken form a whole entire population.
There are different several sampling methods which is used while conducting the
investigation such as random sampling and non-random sampling method. In this
research the sample size is selected as 10 respondent.
Questionnaire – This defined as the instrument for research in which there are a set of questions
asked to a different persons while conducting a research. This is the easiest way for collecting
data and using this data to make effective results.
Q1. Do you know about the concept of conflict management ?
 Yes
 No
Q2. Is there a relation between employee performance and conflict management of the
company?
 Yes

 No
Q3. Is there a good conflict management in St. Pancras Renaissance Hotel, London ?
 Yes
 No
Q4. What are the different ways used by managers and leaders of St Pancras Renaissance Hotel,
London to manage conflicts ?
 Focus on behaviour of employees
 Develop a plan for resolving issues
 maintaining good relationship with employees
Q5. How conflict management will help in improving the performance of employees ?
 By developing good employee relation
 By building conflict management skills
 All of the above
Q6. What are the causes of conflict management in St. Pancras Renaissance Hotel, London ?
Differences in perception of employees
 Excessive competition
 Personal characteristics
Q7. What are the consequences of conflicts in the organisation?
 Improvement in quality of decisions
 Increased productivity and efficiency
 Adoption of organisational change
Q8. Any suggestion for improving conflict management.................................................

Chapter 4: Data findings, Analysis and Discussion
Do you know about the concept of conflict management ? Frequency
a) Yes 7
b) No 3
Interpretation: The conflict management refers to method which help in minimizing the
negative issues arise within the organisation and focuses in accelerative the optimistic aspects in
business. BY reducing the conflict the Managers enhance the performance as well as the
efficiency of their employees in effective and efficient manner. As per the above mentioned
graph, it has been analysed that out of 7 respondents are very well awake regarding the concept
of conflict management. Because this is that they have enough knowledge and education about it.
But on the other hand, remaining 3 respondents says that they are not aware about the concept of
social media. Reason behind this is that they do not have enough knowledge about the concept as
they belong to the area which is not very well developed.
7
3
a) Yes
b) No

Is there a relation between employee performance and conflict management of
the company ?
Frequency
a) Yes 8
b) No 2
Interpretation: Performance of employees largely depends upon the current working
condition of the organisation. If the current working environment of the company is positive and
no conflict arise it leads increase in the productivity ans performance of each individual. Along
with this, company also focuses on on achieving their individual as well as organisational
objectives in an impressive way. As per above stated graph, it has been concluded that 8
respondent says that they are agreed with help of conflict management as well as enhance the
performance of candidates. Reason behind this is that by proper management of conflict,
managers provide healthy working environment. Along with this, remaining 3 respondent says
that conflict management does not affect the performance of staff members working within the
organisation. In addition to this, it has been concluded that managers need to manage conflict
8
2
a) Yes
b) No

effectively so that staff members will give their best performance in order to accomplish
organisational goals.
Is there a good conflict management in St. Pancras Renaissance Hotel,
London ?
Frequency
Yes 6
No 4
Interpretation: In current research report, the selected hospitality industry is St. Pancras
Renaissance Hotel. The management of conflicts is one of major element which helps in
performing the task or activity properly. There are five strategies which includes; collaborating,
compromising, accommodating, competing, avoiding. Management team of the company,
effectively manage conflicts within their organisation. According to above graph, 6 respondents
said that, the management effectively managers and handle the conflicts arise in their hotel. By
resolving big or even small issues arise within the organisation, solved effectively by the
managers. On the other hand, remaining 4 respondents think that conflict management system in
6
4
Yes
No

the company is not good and there are various issues arise in the organisation which highly
influence the performance of employees. Although it is very essential to manager thr the issues
as well as conflicts within the organization.
What are the different ways used by managers and leaders of St. Pancras
Renaissance Hotel, London to manage conflicts ?
Frequency
Focus on behaviour of employees 3
Develop a plan for resolving issues 1
Maintaining good relationship with employees 6
Interpretation: Managing conflict is one of the biggest task which need to perform by
every manager and leader of the company. Managers and leaders of the company adopt various
ways in order to resolve or eliminate conflict within their organisation. As per the above mention
graph, it has been analysed that 3 out of 10 respondent says that manager need to focus on the
behaviour of employees. Behaviour of staff members need to examine on a regular basis, so that
they can eliminate any kind of conflicts and mis communication between them. 1 of the
3
1
6
Focus on behaviour
of employees
Develop a plan for
resolving issues
Maintaining good
relationship with
employees

respondent says that managers need to develop effective plan in order to resolve any kind of
issues arise within the organisation. With the help of proper planning, managers can resolve
situation of conflicts arise within the company. At last, remaining 6 respondents says that if the
managers of company need to maintain good relationship with their staff members.
How conflict management will help in improving the performance of
employees?
Frequency
By developing good employee relation 2
By building conflict management skills 1
All of the above 7
Interpretation: For enhancing the productivity & performance of employees, managers
of the company need to resolve the issues or conflicts occur within the organisation. By
resolving these issues managers and leaders can enhance the skill of each employee. As per the
above stated graph, it has been analysed that 2 respondents says that it will be done if managers
develop positive and healthy relationship with their staff members. 1 of the respondent says that
2
1
7
By developing good
employee relation
By building conflict
management skills
All of the above

if managers build effective conflict management skills, it results in increasing the performance of
employees. With the help of effective conflict management skill, employees will be able to
resolve their own issue, disputes and conflicts arise at the workplace. At last, remaining 7
respondents says that all the above mention factors help in increasing the performance of staff
members working within the organisation.
What are the causes of conflict management in St. Pancras Renaissance Hotel,
London ?
Frequency
Excessive competition 7
Personal characteristics 3
Interpretation: Conflict and disputes are the factors arise within every organisation and
affect the whole performance of the company in a negative manner. By effective and proper
management of the company will increase the performance and efficiency of staff members. If
7
3
Excessive competition
Personal characteristics

there are issues, fight and resistance, conflicts occur in the organisation on a regular basis, it will
influence the working of staff members. As per the above stated graph, it has been analysed that
out of 10 respondents 7 says that excessive competition arise within the organisation leads to
increase conflicts in the organisation. Reason behind this, competition may increase the pressure
on the staff members which leads to increase their frustration level. On the other hand, remaining
3 respondents says that, personal characteristics of employees increase conflict in the company.
Reason behind this is that there are some staff members who do not have corporation level which
leads to the disputes with others.
What are the consequences of conflicts in the organisation? Frequency
Improvement in quality of decisions 2
Increased productivity and efficiency 1
All of the above 7
Interpretation: There are various consequences which leads to increase conflicts and
disputes within the organisation. There are various elements which leads to raise conflicts and
affect the working of employees. In order to resolve these situations, managers need to adopt
2
1
7
Improvement in quality
of decisions
Increased productivity
and efficiency
All of the above

various elements. As per the above mentioned graph, it has been analysed that 2 respondents
says that, improve in quality of decision may increase the performance of employees as well as
reduce the conflict situations. According to 1 respondent, it has been said that increase
productivity as well as efficiency can reduce the conflicts which are arise within the
organisation. At last 7 respondent says that, all these factors are the consequences of conflict
within the organisation. Therefore it is essential for the management team of the company to
reduce conflicts from the organization and make the working environment healthy and positive.

Chapter 5: Conclusion, Recommendation and Anticipated Limitation
CONCLUSION
By analysing the above research report, it can be said that every organisation must have an
conflict management system as this will help in reducing the number of conflicts and fights
among employees. As conflicts and fights are inevitable it is important for the company to
manage all fights. This will help in increasing the level of motivation among employees and
providing them a better positive environment to work. In context of hospitality sector, conflict
management system helps managers and leaders of the organisation to handle all fights and
misunderstanding that take place between employees and employers.
RECOMMENDATIONS
After completing the investigation, there are some of the recommendation for hotel, that
manager should provide attention and focuses on the effective conflict management system of
their business enterprise. Hence, its very essential for business organization to deals with positive
environment at workplace so that all staff members can work properly and achieve their goals
and targets in less time. There are following recommendations made for this hotel :-
 They must use an effective conflict management strategy to solve issues and fights
among employees.
 This Hotel company must take initiative to build employee relation among employees.
 The organisation can involve organisations in doing several activities which will increase
the efficiency of workers.
Limitation of the research
There were several limitations of this research which are listed below -
 The aims and objectives of the research were formulated within less time thus they are
too broad and not specific.
 There was less time for completing the research thus the data collection was more of
secondary data. Also the sample size was less as time given for completing the project
was not sufficient.
 Another limitation of doing this project was I think that resources available were not
sufficient.
Reflection

While conducting this research, there were times when I felt low and not able to find out
what to do. But I motivated myself to work hard and achieve the goals and targets of the project.
In the completion of these research, I developed my communication and interpersonal skills as
while filling questionnaire I got to meet many people and interact with them. This was a great
experience and I ensured that things which I have failed to achieve in this project, I will do them
properly in next projects. After doing this project I have developed skills that will help me to
accomplish targets of research. In this project, time was not sufficient but then also I managed to
work properly and achieve my targets and goals. This research was not easy and it made me
understand about the concept of conflict management. In the given research I get to explore
views of different employees as well as customers in the management of conflict and fights.
According to my observation, while conducting the research the main part is data collection as
whole research is dependent on data collected through questionnaire.